Module 5 Services 2.pdf - What is Service Quality \u201cCustomer service isn\u2019t a stand alone department it is a strategic tool for managing the entire

Module 5 Services 2.pdf - What is Service Quality...

This preview shows page 1 - 7 out of 7 pages.

What is Service Quality? Customer service isn’t a stand alone department, it is a strategic tool for managing the entire customer relationship” - CEO, AT&T Reliability : perform promised service dependably and accurately Responsiveness: willingness to help customers and provide prompt service Assurance : employees must be knowledgeable, courteous, convey trust and confidence Empathy : caring, individualized attention Tangibles : appearance of physical facilities, equipment, personnel, communication material
Managing Service Quality The effective marketing of services requires that managers learn what customers want and expect in their interaction with the service provider (service encounter). If expectations do not equal experience, a gap exists. EXPECTED SERVICE-PERCEIVED SERVICE GAP ANALYSIS

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture